Forward Thinking Technology Solutions Deskside Support Concierge- Cincinnati, OH Cincinnati, OH · Full time

Deskside Support Concierge


Job description

The Deskside Support Concierge role is to provide a single point of contact for end users to receive support within the organization’s end-user computing environment. This person will be working in the client environment with executive level employees. This includes installing, diagnosing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required.

General Responsibilities:

  • Serve as first point of contact for end users
  • Report to and work directly with Executive Staff
  • Troubleshoot Windows 10, macOS, and iOS devices
  • Educate end users on how to leverage technology for better efficiency
  • Manage end user incidents and service request
  • Update cases in ticketing system
  • Maintain asset inventory of computers, monitors, keyboard, mice, etc... on site
  • Communicate with internal Service Desk for knowledge sharing and training


  • Customer service experience is a must
  • Must dress and act professional every day in the office
  • Proven experience as a Desktop Support Analyst/Specialist
  • Deep understanding of hardware and software issues within a managed device environment
  • Strong sense of of urgency and ability to prioritize issues as necessary
  • High level of professionalism and confidentiality
  • Demonstrate an active interest in learning new skills and certifications

Education and Experience:

  • Customer Service background
  • 5+ years of IT support experience, level 2 or higher preferred
  • Technical certifications preferred


$65,000 - $80,000 per year